Job Description
* Deliver an excellent customer experience and support to internal and external customers for orders and general enquiries
* Ensuring all requests are prioritised, organised and processed accurately and on time; taking ownership for resolution
* Mailbox Management: Ensure active management of CS Sales mailbox throughout the day
* Passing queries to relevant colleagues with as much information as possible
* Lead Qualification: Qualify all sales leads before passing to the sales team
* Customer Enquiries: Delivery Date Chasers, Document Requests. Be proactive, take ownership, be comprehensive in replies to anticipate next questions. Ensure responses are within KPI
* Credits / Returns: Ensure all complaints, credits and returns are actioned within KPI expectation and logged accurately enabling root cause analysis. Ensure consistent follow up and proactive customer updates. Work with customers, Sales and Service to ensure customer satisfaction and first‑time resolution
* Warranty Replacements: Support Service enquiries with warranty replacements and ensure technical calls have all the relevant information to facilitate quick and easy resolution
* Complaints: Communicate any significant complaints to the Customer Experience Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company
* Collections: Liaise with warehouse and customers to arrange EX Works shipment
* Export Compliance: Ensure all enquiries are dealt with whilst adhering to company export compliance policies, elevate to leadership when necessary
* Calls: Ensure all phone calls are answered within SLA of 20 seconds
* Actively support the customer experience evolution to best in class
* Ensure compliance with GDP, ISO 9001 and any other applicable quality standards
* Ad Hoc Tasks: Process all sales orders within 1 working day to a high degree of accuracy
* Proactively inform any issues and any date changes to the customer
Candidate Requirements
Essential:
* Experience in providing quality Customer Service, Sales Support, Sales Lead, Sales Quotes, Internal Sales, Account Management, Key Account Management
* Attention to detail
* English fluency
* Excellent communication skills, being able to communicate at all levels Strong organisational skills
* IT skills on MS Office Suite
* Good standard in education including Maths and English with GCSE (or equivalent) at Grade C or above
* Proven ability to work flexibly and accurately and as part of a team
* Passion for delivering excellent customer experiences
Desirable:
* Microsoft Dynamics 360 business central (full training will be provided)
Location: commutable from Stone, Stafford, Newcastle under Lyme, Cheadle, Yarnfield, Eccelshall, Woore, Rugeley, Stoke on Trent, Uttoxeter, Abbots Bromley, Keele, Penkridge and surrounding areas
Hours: Monday – Thursday, 9:00 am – 5:00 pm; Friday 8:00 am – 4:00 pm
Salary: £29,000 Per Annum
Work Arrangement: Moves to Hybrid after training is completed, Monday and Friday WFH and Tuesday to Thursday in the office
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